Forum Discussion

DanFans's avatar
DanFans
Tuning in
2 years ago
Solved

two part movie doesn't record second half of movie with ent news

Upgraded to 360 about 3 weeks ago and still getting used to the system. When we are recording a movie with an entertainment news segment in the middle, the box does not record the second half of the film. We have set it as a series link before the film starts and both segments have the planned recording red circle next to them. No luck. We have tried adding 3 hours onto the end of the recording to cover the second half of the film but the box does not record the additional 3 hours. We have tried factory resetting the box twice and it has not made any difference. Its very frustrating and wished we hadn't changed. also, how can there be no undelete section on a new system.

  • Daniel_Et's avatar
    Daniel_Et
    2 years ago

    HI DanFans 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the problem you're experiencing 😔

    We've contacted our product team about this and are hopeful we'll have a response by next week.

    Once we've heard back, we'll be in touch to let you know.

    Thank you for your great support newapollo 👍

    Regards,
    Daniel

  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 years ago

    Hi DanFans 

    Please can you provide specific examples of which movies/programs and the channel(s) are/were affected, and also which build version of the 360 you have? You can check the build version by clicking on Settings > Info >

    I'm on build version 5.01 and this afternoon I tested recording Apache Drums which was on Channel 150 ( Action HD) from 14:25 to 16:00 with a 5 minute break between 15:25 and 15:30 for Entertainment News on 5.

    The full movie was recorded (and played back fully) plus the 5 minute "news" program. I set it by pressing the red "record" button in the EPG on the first part of the program. I didn't have to record the second part separately as the red record icon was automatically populated on the second part. (The 5 minute news item didn't show the red record icon but was still recorded)

    This was previously an issue but it was rectified in Version 4.41 in July 2022.

     /360-Update-What-Has-Changed/version 4.41 

    "Seamlessly record films interrupted by other programmes

    Previously, films that were split into two programmes by a short programme (usually the news) were recorded as two separate episodes. With this update, they will now be recorded seamlessly as a single recording meaning you will no longer have to switch to a different recording part way through."

    • DanFans's avatar
      DanFans
      Tuning in
      2 years ago

      Hi, thanks for the reply.

      I can confirm we have OS 5.01.

      My wife likes the movies on the Great! tv channels. We push record on the fist part of the movie and a hollow red circle automatically appears on the first part and second part of the movie, picture included for tomorrows recording. These are a series of tv movies so the system also plans to record all subsequent films which is what she wants but then always records only the first half of the film.  As previously mentioned we have tried using the advance record feature to add more time onto the end of the recording but it exactly records the advertised program length, we have also tried this feature on other programs and it doesn't work. We have tried recording the news with 2 hours after the recording added but it only records the 6mins of news. At a loss really, doesn't seem fit for purpose

      • newapollo's avatar
        newapollo
        Very Insightful Person
        2 years ago

        Hi again DanFans

        I've set up Signed, Sealed, Delivered tomorrow as a test.

        Before I set up Aurora  Teagarden Mysteries, which option did you choose under the Advanced options?

        From this episode onwards, All from series 1 only, All from series 1 and onwards, or New episodes only?

        I'm just  wondering if you've chosen the last option (New episodes only), if it's thinking that part two is a repeat and therefore not recoding the second part...... Please let me know and I'll select one of the other options.

  • DanFans's avatar
    DanFans
    Tuning in
    2 years ago

    Thanks for your testing on this @newapollo. Today 360 did decide to record the complete recording of signed, sealed delivered correctly but we had the same issue as you on Aurora Teagardens. I have gone back through the recording my wife has made the past 3 weeks, approximately 10 of each show and can see on occasion it does record the whole program but the norm is to only record the first section. It must be in the programming Virgin side of how the series link is working.

    @daniel_et, thanks for your input and I look forward to any further help you can provide from the product team. We are finding the switch to 360 from 7 years of using the Tivo OS quite frustrating and it feels like a step backwards.

    • newapollo's avatar
      newapollo
      Very Insightful Person
      2 years ago

      Hi again DanFans 

      I'm pretty hopeful that the product team will soon remedy this.

      Sorry to see that you feel the switch to the 360 platform is a backward step. To be honest I prefer it (there are some of us lol) but I never used all the bells and whistles on the Tivo based boxes. Plus I like new gadgets.

      You might find the following page useful in getting used to the 360 

      https://www.virginmedia.com/help/tv/virgin-tv-360  

      Also the hints and tips if you follow the links on this /virgin-tv-edit/virgin-tv-360 page

      If you do have any problems or quesstions just holler 😃

  • Godzz's avatar
    Godzz
    Joining in
    2 years ago

    Totally agree this 360 is just a box of crap. I'm getting the same problem, indicates both parts to be recorded but only the first part records. I'm using my Humax to record shows again, it works unlike this rubbish, it also has an undelete folder if I delete by accident and cancelling series link leaves the pre recorded intact. TiVo rules this junk is just junk, I couldn't recommend this to anyone, probably useless as a door stop as well. 

    • roy247's avatar
      roy247
      Superstar
      2 years ago
      Godzz wrote:

      Totally agree this 360 is just a box of crap. I'm getting the same problem, indicates both parts to be recorded but only the first part records.

      Is it only certain channels because l haven't seen this since a software update some time ago. Is your box manufactured by Humax or Arris, if you go to Settings, Info, About, it will tell you, I have read that some older Arris boxes may have more problems.

       

  • HeatherDavies's avatar
    HeatherDavies
    Joining in
    2 years ago

    i am experiencing exactly the same issues. Particularly when a film has a break with Great Movie News and only records 1hr of a 2hr film. I am keen to hear any solution that Virgin come up with pls.

    • Joseph_B's avatar
      Joseph_B
      Forum Team (Retired)
      2 years ago

      Hey HeatherDavies,

      Welcome to the Community Forums and thanks for the post.

      Sorry to hear you have been having this issue, its not the service we wish to provide.

      I have gone and reached out to the Products team with regards to this for you, once I have any updates I will inform you of the best course of action for this.

      Cheers. Joe

      • Tony4455's avatar
        Tony4455
        Tuning in
        2 years ago

        I have the same problem, 360 only recording first part of a movie on great movies channel namely Aurora tiergarten. You always give the same reply to this problem “ that you have reached out to the products team. “ but still do not come back with a solution. Get it sorted please.